Frequently Asked Questions about American Custom Urns, cremation urns and our products.
Will the funeral home allow me to use an urn that was not purchased from them?
Yes, funeral homes and crematoriums will allow you to use an urn of your choosing, even if it is not from their selection. The Federal Trade Commission Funeral Rule states that "The funeral provider cannot refuse to handle a casket or urn you bought online, at a local casket store, or somewhere else — or charge you a fee to do it. The funeral home cannot require you to be there when the casket or urn is delivered to them." For more information from the FTC regarding your rights, please visit the FTC website.
Is a bag included for the ashes that will go into the urn?
Yes, ACU provides a black velvet cremains bag with each order.
My loved one just passed away, how quickly can the urn I purchased be sent to me?
Our orders typically ship within 3 business days and are shipped via USPS Priority Mail 2-Day. If you need an expedited shipment, please contact us directly at (864)313-1746 and we can provide specific details based on your individual needs.
Do you provide a military or law enforcement discount?
Yes, we proudly offer military and law enforcement discounts! Contact us via email at firstname.lastname@example.org with photo evidence of military or law enforcement service and we will supply you with a promo code to use at checkout.
I don't see the custom engraving that I want on the webpage. Are there other options?
While we can't do certain images/logos, we can sometimes accommodate special requests. Send us an email at email@example.com explaining what you would like and, if possible, include an image of the design.
How do I open the urn?
On the bottom of the urn, you will find 4 screws. Simply use a screwdriver to remove the screws and then remove the bottom.
How do I open the scattering tubes?
Our scattering tubes are designed to remain securely fastened even when jostled. The cap has a very tight fit, but typically working a fingernail under the lip of the black cap and pulling straight out will do the trick. If not, try using a thin straight edge or a knife to carefully work under the edge to get it started.
Why were felt pads included with my urn?
We include felt pads to place on the bottom of the urn to prevent the urn or the surface on which it rests from scratching.